How to contact the Credit team re default on Experian credit report

[jcpp]

Please can someone tell me how to speak to the Vodafone credit team.  I can't get through the phone menus and have made 10+ calls to 03333 040191 so far today with no luck.  Have spoken to Aya in Customer Service who was very helpful and to Deepak on Web Chat who was also very helpful, but neither of whom are able to give me written confirmation that my default debt on credit report is a mistake and will be removed.  

This stems from last October when I rang and wrote to Vodafone to cancel my broadband dongle contract.  No further correspondence was received from Vodafone, so I had assumed it was all resolved.  However yesterday I had my mortgage application declined due to a Vodafone debt of £56.84 which I had no knowledge of whatsoever!!!! Apparently although this was actioned on 11th November 2016 there was a Vodafone back-office error which has caused this default debt which I had no knowledge of, no emails, no letters - nothing from Vodafone to advise of any ongoing problem!  

Have spent all morning and managing to resolve this with Aya cancelling the debt and Deepak making lots of notes on my account - - I am now hopelessly stuck in a loop of pressing 1s, 2s, *s hanging up and starting again in order to speak to the Credit team who may or may not be able to update my Vodafone record on Credit Scoring reports so that I can get on with my life and get a mortgage.    HEEEEEELLLLLLPPPPPPPP! ! ! !

[stonemonkey111]

Hi,

I am having the same issues with my credit report, I have had a default payment registered unpaid on my credit report but I paid it off years ago 

Can you put me through to the credit file team please

thanks,

Tyla

[Mark]

As we're legally obliged to accurately record how your account was managed @stonemonkey111, if the default was correctly raised on your credit file it will remain there for 6 years. If you've paid the debt the status for this will change to settled, but it will still be visible to all prospective lenders during this time. We'll be more than happy to take a look into this default, check when and why it was raised and if this was done in error, remove it for you. For security reasons we do not discuss account details on a forum as public as our Community. If you pop us a private message through one of our social channels we'll take a look into this for you.

[JakeMorgan05]

I have had the same problem, I called into the customer service team and have been informed that the credit file team will be removing the default as if it never happened. However, I need written confirmation to show my bank as I am currently in the process of getting a mortgage and this issue has ruined my credit score. I need the written confirmation that the default will be taken off as if it never happened to show that it was an error not on my part to get my mortgage sorted. Could someone help me with this or get me in touch with the Credit File Team?

[Effie]

Hey @JakeMorgan05 Our Social Media team can absolutely help you with this! Please drop them a message here with a link to this thread and your account information. 

[ConorCrowe]

Hi,

I am having a similar problem with a Vodafone mobile account that I closed last April. Was not even aware that any money was owed as I was told the final payment would be taken upon closing the account and no further communication was received from Vodafone. I now have a full year of missed payments on my credit score for an account I didn't even know still existed. Could someone point me in the right direction to discuss this with Vodafone?

[hrym]

Contact the Social Media team on Facebook or Twitter to get this escalated and resolved.

[Ahowe]

I feel your immense pain!

I have also just had THE most frustrating experience ever with a large corporation, which has also impacted my credit rating.

I had a SIM card in an old tablet from 6 years ago that wasn't being used but still being charged.  My wife cancelled the DD without me knowing and the first I became aware of this was being contacted by a Debt Collection agency out of the blue.  Nothing directly from Vodafone whatsoever?!?!   
In February 2020, after numerous painful attempts to try to speak to someone at Vodafone, I managed to get through on the online chat and settle the outstanding £24, and the account was closed.  

3 months later I received a new letter from the same DCA chasing me for another £24.  I contacted Vodafone to complain and close the account but to be told the debt hadn't been settled and the account not closed.  

I have now noticed that I have a poor credit rating due to this debacle.  I have been trying to contact VF all morning and the individual online chat cannot help, instead giving me a telephone number [08700 601 414] which of course doesn't work!!

I am now contacting OfCom to raise a formal complaint and am demanding that someone in Vodafone contacts me immediately to resolve this....  

[Beth]

Hi @Ahowe. I'm sorry you've had a poor experience with us. It's not how we'd like our customers to be feeling. We're unable to discuss accounts publicly however, please contact our Social Media team. They'll be able to look at your credit file and liaise with the team to get this rectified for you.

[Ahowe]

I have contacted the team through Facebook and had an initial response to get through security. Then ABSOLUTELY NOTHING!!! 

I am literally fuming and am now going to the press....!! 

[Andy]

Hi @Ahowe I do apologise if there was any delay in getting a response, all messages are worked on a queue based system so replies will not always be instant, however your response will be picked up so we can look further at your query.